If you're having trouble logging into your account, we recommend trying the following:
- Check that you're entering the same email address and password used to create your account.
- Try logging in on both the website and the app to see if the issue is happening on both devices or just one.
- Reset your password by clicking here and entering the email address linked to your Talkspace account. The reset link emailed to you will only be active for 60-minutes.
- If you're not seeing the password reset email in your inbox, check your spam and promotions folder for the email subject: Reset your Talkspace password and make sure you do not have emails sent from team@talkspace.com blocked.
- If you're not seeing the password reset email in your inbox, check your spam and promotions folder for the email subject: Reset your Talkspace password and make sure you do not have emails sent from team@talkspace.com blocked.
- For trouble logging in due to two-factor authentication (2FA):
- If you’re not receiving the 6-digit verification code, ensure you’re checking the phone number and/or email address associated with your Talkspace account.
- If your 2FA request timed out, please wait and try again in a few minutes.
Please keep in mind | If your Talkspace login is tied to your organization's member portal, you will need to contact them directly to update your account information (i.e. email address, password).
If you continue to have difficulty, contact support@talkspace.com with answers to the questions below, and include details about the issue along with a screenshot of the error message, if applicable. Please be sure to block out any Protected Health Information (PHI) and in-room messages when sending screenshots.
| If the issue only occurs on the WEB |
|---|
- What web browser are you using? (ex. Chrome, Safari, etc.)
- Have you tested logging in on multiple browsers?
| If the issue only occurs on the MOBILE APP |
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- What type of Device do you have? (e.g. iPhone 7, Android, etc.)
- What version of iOS or Android are you on?
- Is your app currently up to date?
- If you're not sure, check the app store to see if there is an update available to download.
- Does this problem occur equally while connected to WiFi and/or cellular data?
- What country are you currently located in?